Sreyasi Awon
Kolkata
Summary
Result-oriented professional with 7.5 years of experience in service delivery management, monitoring transactions using data analysis and process improvement. Skilled in stakeholder communication, incident management, and automation initiatives. Adept at driving operational efficiency, ensuring compliance, and delivering high-quality solutions aligned with business goals.
Result-oriented professional with extensive experience in service delivery management and data analysis. Proven track record in enhancing operational efficiency, mitigating risks through real-time transaction reviews, and ensuring compliance with quality standards.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Senior Process Specialist
Infosys
Bangalore
11.2025 - Current
- Monitored transactions to identify anomalies, mitigating risks through real-time reviews of financial activities.
- Analyzed and resolved suspicious patterns, investigating potential fraud to protect organizational assets.
- Handle end-to-end processes while ensuring adherence to SLAs and quality standards.
- Provided support to internal teams and customers through tickets, calls, and emails, ensuring timely issue resolution.
- Maintain process documentation, SOPs, and technical guidelines.
- Trained junior team members on processes and tools to enhance their skills. junior team members on processes and tools.
- Project like (Credit Flow Modernization) &Tools (Salesforce, TCS, Webex, Apollo)
Process Analyst
Tata Consultancy Services (TCS)
Kolkata
12.2021 - 11.2025
- Mapped existing workflows using visual tools to identify inputs, outputs, and bottlenecks.
- Reviewing operational and financial data to pinpoint hidden costs or compliance risks.
- Collaborated with managers and frontline staff to clarify actual work execution processes.
- Proposing data-backed changes (such as system updates or automation) and supporting the transition.
- Monitored success of new workflows against established Key Performance Indicators.
- Managed projects including BaNCS, GE, and Digital Lending.
Service Delivery Manager
IndusInd Bank
Kolkata
07.2019 - 04.2021
- Built and maintained strong client relationships, ensuring high service satisfaction.
- Managed multiple projects, allocated resources, and tracked deliverables to meet client expectations.
- Managed multiple projects, allocated resources, and tracked deliverables.
- Defined and monitored SLAs and KPIs; prepared performance reports.
- Handled escalations, coordinated response teams, and ensured compliance with security and legal standards to maintain service integrity.
- Led service improvement initiatives, enhancing service delivery through efficiency and innovation.
- Project like (KYC and AML, Operations Banking, Auditing ) & Tools (CRM, Finacle )
Education
PGDM - Post Graduate Diploma in Management
Institute of Technology & Science
GhaziabadBachelor of Computer Application - BCA
Institute of Engineering & Management (IEM)
KolkataHigher Secondary - CISC
St. Xavier's Institution
KolkataSkills
- Fraud incident management
- Service Delivery Management
- Process documentation
- Workflow Optimization
- Ticket Resolution Strategies
- Workflow Optimizationovement
- Stakeholder & Client Communication
- Workflow Optimization
Achievements And Awards
- Recognized for Quality Management & Client Appreciation - TCS
- Awarded for Automation Participation & Process Improvement - TCS
- Certificate in Web Application Development (PHP) - IEM
Internship Project
- Recognized for Quality Management & Client Appreciation - TCS
- Awarded for Automation Participation & Process Improvement - TCS
- Certificate in Web Application Development (PHP) - IEM
Hobbies and Interests
- Learning new technologies
- Traveling
Languages
English
Proficient
C2
Bengali
Proficient
C2
Hindi
Upper Intermediate
B2
Timeline
Senior Process Specialist
Infosys
11.2025 - Current
Process Analyst
Tata Consultancy Services (TCS)
12.2021 - 11.2025
Service Delivery Manager
IndusInd Bank
07.2019 - 04.2021
PGDM - Post Graduate Diploma in Management
Institute of Technology & Science
Bachelor of Computer Application - BCA
Institute of Engineering & Management (IEM)
Higher Secondary - CISC
St. Xavier's Institution